Manages a variety of types of projects/accounts to implement solutions to clients that result in excellent quality, customer satisfaction, retention and is on budget. Applies deep project management, customer service expertise, product/solution experience, and knowledge of vertical sector, to efficiently and effectively implement projects and deliver a positive customer experience.
About Regulated Industries
RWS Regulated Industries is a highly specialized division of RWS, a world-leading provider of technology-enabled language, content, and intellectual property services. The Regulated Industries division is focused on developing translation and content management solutions tailored to address the complex regulatory environment in force with premium sectors such as Life Sciences and Healthcare (pharmaceuticals, medical devices, CROs, healthcare companies), Finance (banks, asset management companies, insurance providers, fintech) and Legal (law firms, audit companies).
Key Responsibilities
- Operational Excellence – Delivers a variety of projects, often of medium to high complexity, on-time, within budget and with high quality. Manages all facets of the project and account management with little to no instruction/supervision (e.g., work analysis/scoping, project methodology, planning, resourcing and scheduling, technology, monitoring and controls, additional business opportunities and communications). Devises and optimizes workflow processes that enable a more effective and efficient service to the customer. Acts as the main contact for the customer and monitors progress and achievement against established KPIs (e.g. quality objectives of on-time delivery and content quality, profitability of accounts). Takes corrective actions to resolve issues and keep project on track.
- Delivers Quality, Value and Results – Uses a variety of project management methodologies, tools, and problem solving techniques to optimize project quality and profitability. Contributes to continuous improvement, particularly in the area of root cause analysis and taking corrective action. Owns and coordinates an investigation into an escalation (e.g., client complaints, non-compliance). Helps to build customer loyalty by being proactive with the customer, for example, in handling problems before they escalate, identifying opportunities for improvement, identifying additional products and services that can help solve business issues.
- Functional Excellence – Applies deep project/account management expertise to identify areas for improvement (e.g., methods, processes, resources) that will increase customer satisfaction and business opportunities. Applies specific knowledge of the vertical and localisation technologies (e.g., Studio, TMS, Multitrans, World Server, Helix, Atlas) to meet the customer’s expectations. Actively looks for ways to optimise customer experience and raises ideas to management. Works with other functions (e.g., Vendor management, Engineering, Risk & Quality) to drive customer excellence strategies and tactics and implement improvements.
- Relationship Building – Builds strong working relationships internally and externally with customers and qualified service providers (e.g., translators, proofreaders, interpreters, typesetters) to enable project team to work collaboratively and effectively. Cultivates long-term customer relationships and creates customer confidence by maintaining regular contact, assessing satisfaction, and uncovering concerns and business needs.
Skills & Experience
- Typically requires minimum of 3 – 5 years related experience
- Typically requires at least a degree or equivalent combination of education and experience.
- Identifies potential risks in advance, analyses them and takes necessary actions to reduce the risk.
- Understands industry specific regulatory requirements and the impact government regulations have on each document type. Able to support the Sales process of a specific industry.
- Full understanding of ISO 21500.
- Management of the localization of file types related to e-learning and multimedia.
- Management of the localization of complex documentation project including artwork edits.
- Excellent knowledge of all translation processes and support as part of the sales process, analysis of client requirement including management of client test translations.
- File preparation, analysis and reintegration of all projects using appropriate in-house or third party tools.